Todd O'Brien
Phoenix,United States
Summary
Experienced IT Technician with over a decade of expertise in technical support and troubleshooting. Adept at diagnosing and resolving complex issues. With over 10 years of exceptional customer service experience, demonstrating a commitment to delivering outstanding support.
Overview
12
12
years of professional experience
Work History
Support Engineer
The Intersect Group
Phoenix, United States
03.2023 - Current
- Provide technical support and troubleshooting services
- Collaborate with other teams to identify and resolve technical challenges
- Actively participate in the development and implementation of IT projects
- Leverage specialized knowledge of Microsoft Office, various Windows OS, and Active Directory to enhance system performance and user satisfaction
- Diagnose and resolve issues efficiently to minimize downtime and boost productivity.
- Supported Microsoft 365 environment
- Assisted in the implementation of security policies according to best practices.
- Documented all activities performed in accordance with procedures established by IT department.
- Participated in regular meetings with management regarding project status updates.
Desktop Support Technician
Mercy Health Systtem
Janesville, United States
05.2019 - 03.2023
- Offering technical assistance and resolving issues related to computer systems and software
- Hardware and software installation, configuration, and maintenance
- Providing prompt and efficient support to end users, ensuring excellent customer service
- Managing user accounts and maintaining data security
- Collaborated with the team to successfully implement IT projects and initiatives
- Contributed to the overall organizational success
- Travelled to and supported over 10 clinics and hospitals within the healthcare system.
- Resolved customer service requests in a timely manner according to established SLAs.
- Upgraded existing hardware components according to specifications provided by vendors.
- Tested new products prior to their release into production environment.
Advanced Repair Technician
Geek Squad/Best Buy
Rockford, United States
10.2012 - 05.2019
- Diagnosed and repaired hardware components, such as motherboards and hard drives
- Trained and coached new customer service representatives on best practices and customer service standards
- Collaborated with teammates to resolve customer issues in a timely and effective manner
- Handled customer complaints calmly and professionally, resolving customer issues in a timely manner
- Installed software, updates, and hardware.
Education
High School Diploma -
Penn Foster Career School
Scranton, PASkills
- Active Directory
- Technical Support
- Troubleshooting and diagnostics
- System Administration
- Technical Documentation
- Hardware Repair
- Windows Server
- Asset Management
- Windows 10
- User Support
- Remote assistance
- Web Security
- Incident Management
- Hardware and software installation
Timeline
Support Engineer
The Intersect Group
03.2023 - Current
Desktop Support Technician
Mercy Health Systtem
05.2019 - 03.2023
Advanced Repair Technician
Geek Squad/Best Buy
10.2012 - 05.2019
High School Diploma -
Penn Foster Career School
Similar Profiles
Cian AppleCian Apple
IT Recruiter at The Intersect GroupIT Recruiter at The Intersect Group
Roy BakerRoy Baker
Senior Internal Auditor at The Intersect GroupSenior Internal Auditor at The Intersect Group
Mary JonesMary Jones
Business Analyst at The Intersect GroupBusiness Analyst at The Intersect Group